Category Archives: OnContact

CRM & Music

music CRM & Music

Everyone loves music. Some of us like country (living in Texas like myself, it is not a choice), others prefer rap, rock, pop, or even classical. Perhaps this phrase says it best, ‘Different strokes for different folks.” Whether it be the stroke of a piano key or a guitar, all music and songs have some things in common, despite all being unique. The same applies to companies, including your business, and how you use your Customer Relationship Management (CRM) software for sales, marketing, and customer service. You are unique and different from all the others, but there are still some similarities that are consistent throughout. Let’s look at a few of these similarities.

1: A consistent message.

In music, this applies to a repeated chorus or the verses which all point back to it. Generally speaking, a song called, “Love Story” such as the one by Taylor Swift, would point to a couple that fell in love and shares their experience. The chorus, the verses all contribute to this central idea or theme, while expressing other views or ideas along the way. This mirrors how all companies use a CRM; the central theme is to generate business. This can be in the form of customer service (keeping current customers and their business happy), marketing (generating new leads with the intent to have them become paying customers), and sales (the actual process of getting a signed contract and income). Though they all handle different stages, they all contribute to the overall goal.

2: An agreed upon final product.

When you hear a song on the radio, that was not the first recording they ever made. There are usually multiple recordings, originals called demos, that involve changes both musically and lyrically. Look at the original demo of Oasis’ “Live Forever” compared to the final version; there is a huge difference. The artist singing may have written the lyrics and music themselves, but almost always there are multiple other people that contribute and agree on a final version. Collaboration in this sense is important. This collaboration to get to a final product is found in relation to the usage of CRM as well. For example, the Sales Manager and Marketing Manager need to agree on the defined stages of leads so that the employees under them can be consistent in labeling and passing on potential sales.

3: There is unity throughout.

In a typical song, there are a variety of instruments, but if there is a guitar and drums, you will find them throughout the song. There are occasions when a song features a short solo of a single instrument not used elsewhere like a saxophone, but these are few and far between. This consistency is more pleasurable to the ear. If you heard a guitar and drums in verse one, a saxophone and xylophone in verse two, and a piano and harmonica in the third verse, you would feel like it was three songs. In other words, it would be a big mess piled together. Your CRM should not work that way either. You need to treat it all the same way. All companies or people currently doing business with you need to be labeled as customers and treated as such. If you treat a customer like a lead, they may get mad. If you treat a lead like a customer, they may be turned off.

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OnContact CRM

How to Maximize Your CRM Software

gettyimages 534326194 How to Maximize Your CRM Software

If you have a Customer Relationship Management (CRM) software already, you know the great benefits it provides compared to a manual system. But, say there are a couple issues with it, and although for the most part, it gets the job done, it is still lacking in some areas. Regardless of whether there may be a better CRM solution out there, there are a few things you can do to better utilize your CRM today knowing in the future you can still be open to a new solution. Plus, by trying to make it work first with your current, you can save time and money since there is no need to start from scratch in looking, getting management buy-in, and financial approval. Let’s review some ways you can improve your current CRM.

Make a detailed list of shortcomings or missing needs.

The best way to get started is to make a list with what you need and what needs to be improved. This list should include all departments that use the CRM and any user can be consulted, especially if there are employees that use it differently. It will also help for future reference to rank the list based on importance or projected cost or ease to fix. You are ready to take the next step once this is done.

Make changes to dashboards, fields, etc.

Consult your IT department or the main administrators of the CRM solution. They will be able to configure any untouched dashboard setups or fields to better fit any areas that are lacking or absent if they are there. You would be surprised what may be behind the scenes. From there, that will hopefully help utilize the full system functionality and better improve your business.

Communicate with CRM provider to see if they have any features or options to fit.

When making changes internally is not enough, it can be very beneficial to reach out to the CRM vendor to go through the list in details and see what they say. There is no better source than the authors of the software. They will be able to in detail better fit your list with what the software can do beyond anyone internally. The communication and talks should be free as well so there is no risk in that.

Consider customizations to improve the CRM.

Unfortunately, you may find the CRM you chose does not have the capability to fit all your needs or improve on its shortcomings. If the software has open APIs, you can build a customization yourself to bridge the gap or even hire a third-party company to handle that for you. The CRM software provider can also build it for you. It will be a considerable cost regardless of the way you go, considering your own employees time is valuable, so weigh the benefits versus the cost and make the decision appropriate for your company.

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How to Keep Millennial Workers Engaged

gettyimages 643477288 e1488814409588 How to Keep Millennial Workers Engaged

Are you correctly managing your millennial employees and keeping them engaged in your business’s mission? Here are a few pointers to help you out.

Learning and development

Education and continuous professional development are crucial to the millennial generation. In order to keep millennials engaged in the mission, you need to be able to offer some sort of reward or skill growth opportunities, such as workshops, conference attendance, or even continuing education reimbursement. Millennial workers will jump on these opportunities and feel empowered you’re placing trust in their continuing development as learners and leaders.

Advancement

Yes, it’s true that the millennial generation isn’t one to stick with one job over a long period of time. To help eliminate this challenge, ensure you can actually prove there are advancement opportunities or areas of growth within the company. If there’s no chance of advancement in sight, retention among young talent will diminish.

Purposeful work

Want your millennial workers to love what they do and actually stay engaged throughout the entire work week? Their roles better be purposeful and have meaning. Unlike past generations, who were comfortable doing the work they had to and heading home, millennials need to be passionate about the work they’re doing. They’re not going to settle for whatever comes their way, and they’ll switch jobs until they find the perfect fit. Be able to show millennials how powerful and influential their role is in order for them to thrive.

Involvement

Millennial workers want to be involved in the company culture of your business. Which is great, because having them involved in the culture of the company will help with engagement and retention. In addition, younger workers will often bring a unique mindset and ideas to the table where older generations might not be able to.

Use technology

Having grown up with the boom of the internet, millennials are naturally in-tune with most technologies present in today’s workforce. If your team is full of young workers, you’ll have a lot of opportunities to consider implementing automation software solutions such as enterprise resource planning (ERP) and customer relationship management (CRM). While the new software solution will have a learning curve for anyone, millennials will appreciate the use of technology over more outdated tools.

Corporate wellness initiatives

Wellness and philanthropy are huge in this generation. Consider partnering with a nearby local philanthropy or community service organization in order to give back to your community. Millennials, and indeed other generations in the workforce will appreciate the opportunity and join in the philanthropic endeavors. By doing so, you’ll be promoting collaboration between departments and generations as well, which can help overall team culture.

Flexible scheduling

We’re sure you’ve heard of flexible scheduling. That thing where employees have the opportunity to work from home when they need to, or leave early and work later instead. It’s catching on, and what’s being found is that people are actually more productive and less inclined to call off of work. But remember, flexible scheduling might not be the best opportunity for everyone. Just because the worker is a millennial doesn’t mean they’ll work well at home.

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OnContact CRM

March Madness is Exciting, but CRM Madness is Not

gettyimages 502190866 March Madness is Exciting, but CRM Madness is Not

March Madness. They are perhaps the only two words referencing a sporting event that everyone in the country will know. It’s fame and excitement causes people to use vacation days, paint their faces in support of their team, and make players that rise to the top millionaires in the NBA draft. Not to mention all the money the schools participating in the tournament and the NCAA make. With all the craziness of upsets and filling out of brackets, you can spend day after day watching and creeping toward the edge of your seat. This is good for college basketball, but if there is any one area you do not want this kind of madness, it is in relation to your CRM (Customer Relationship Management) software. When it comes to your CRM, you should in fact not want excitement. It would be better if there were no surprises. Having a method, an agreed upon way to enter data, and consistent follow-up methods, along with unity across the users, is critical for ultimate success. Let’s look at some other ways you do not want your CRM to be like March Madness.

-Do not let the little guy get more attention than the big fish.

When leads come in, there should be some sort of ranking system, whether it be by number or by quality in words. This is important so you know which leads you should reach out to first and when contacted, which leads to pushing a little more for a close. Nurturing leads that aren’t ready to buy can be just as important as pushing a lead that is to get a signed contract. Pushing too early, however, can cause you to lose an opportunity. Focusing too much on the little guy in the tournament can also be negative. The big fish don’t always win, but they do for the most part still. Most teams that make the final four, and even the elite eight, are single digit seeds, and usually top five as well. In fact, there have been seasons where the final four was all one seeds.

-But don’t ignore the little guy.

In the tournament, there will always be upsets. So, while you should not focus on the little guy, don’t completely ignore them either. Take everything with a grain of salt, but when you look at individual players and matchups, choose your upsets wisely. Do not be afraid to consult experts and others for outside opinions. Within your CRM, although there is a prioritization of leads. Do not ignore the ones that are deemed weaker, whether it was you that labeled it weak or someone else. Everyone makes mistakes, and a lead that seemed weak may have wanted you to think that anyway, even if it is not the case. So, give the little guy some attention to, just not too much if you find that they truly are not ready yet to make a purchase.

-Do not get overexcited and overwork a lead or flip between leads too fast

With 67 total games being played, there are going to be multiple on at the same time. When it comes down to the wire, there may be a few close games with under five minutes to play at once. It can be easy to get so excited you are out of your seat, flipping back and forth between channels every ten seconds to make sure you do not miss something. Thank goodness for modern TV! This, however, would not be a good way to work your leads. You should not be flipping back and forth, on the edge of your seat. You should know where each lead stands based on your conversations so you can plan your communications knowing what to expect and when to be ready to move forward in the sales cycle.

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OnContact CRM

How to Keep Millennial Workers Engaged

gettyimages 643477288 e1488814409588 How to Keep Millennial Workers Engaged

Are you correctly managing your millennial employees and keeping them engaged in your business’s mission? Here are a few pointers to help you out.

Learning and development

Education and continuous professional development are crucial to the millennial generation. In order to keep millennials engaged in the mission, you need to be able to offer some sort of reward or skill growth opportunities, such as workshops, conference attendance, or even continuing education reimbursement. Millennial workers will jump on these opportunities and feel empowered you’re placing trust in their continuing development as learners and leaders.

Advancement

Yes, it’s true that the millennial generation isn’t one to stick with one job over a long period of time. To help eliminate this challenge, ensure you can actually prove there are advancement opportunities or areas of growth within the company. If there’s no chance of advancement in sight, retention among young talent will diminish.

Purposeful work

Want your millennial workers to love what they do and actually stay engaged throughout the entire work week? Their roles better be purposeful and have meaning. Unlike past generations, who were comfortable doing the work they had to and heading home, millennials need to be passionate about the work they’re doing. They’re not going to settle for whatever comes their way, and they’ll switch jobs until they find the perfect fit. Be able to show millennials how powerful and influential their role is in order for them to thrive.

Involvement

Millennial workers want to be involved in the company culture of your business. Which is great, because having them involved in the culture of the company will help with engagement and retention. In addition, younger workers will often bring a unique mindset and ideas to the table where older generations might not be able to.

Use technology

Having grown up with the boom of the internet, millennials are naturally in-tune with most technologies present in today’s workforce. If your team is full of young workers, you’ll have a lot of opportunities to consider implementing automation software solutions such as enterprise resource planning (ERP) and customer relationship management (CRM). While the new software solution will have a learning curve for anyone, millennials will appreciate the use of technology over more outdated tools.

Corporate wellness initiatives

Wellness and philanthropy are huge in this generation. Consider partnering with a nearby local philanthropy or community service organization in order to give back to your community. Millennials, and indeed other generations in the workforce will appreciate the opportunity and join in the philanthropic endeavors. By doing so, you’ll be promoting collaboration between departments and generations as well, which can help overall team culture.

Flexible scheduling

We’re sure you’ve heard of flexible scheduling. That thing where employees have the opportunity to work from home when they need to, or leave early and work later instead. It’s catching on, and what’s being found is that people are actually more productive and less inclined to call off of work. But remember, flexible scheduling might not be the best opportunity for everyone. Just because the worker is a millennial doesn’t mean they’ll work well at home.

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OnContact CRM

Strategies to Get Your Business in the Door

gettyimages 525058875 Strategies to Get Your Business in the Door

Getting your business in the door is one of the biggest challenges in sales. Let’s take a look at some strategies to help make the job of your business development specialist a little easier.

Seek to Understand

We need to stop thinking about sales in terms of what we need, and instead put ourselves in the shoes of the prospect. This individual is likely very busy and doesn’t have a lot of time to waste—the last thing they want to do is set up a time to talk with a business development specialist about a product or service. For them to consider listening to what you have to say, you need to be able to show them the value of what you’re trying to sell. You need to know that there’s going to be a return on investment, that the product or service is going to truly benefit the prospect. Once you have all of these considerations in order, you’ll be in a much better position to actually get in the door of the prospect and start building a relationship.

Establish Yourself

You can’t get in the door if you’re unknown. When you feel like you’re ready to reach out to a prospect, you need to have established yourself. The prospect should have a general understanding, at minimum, of what your business does and what it can provide. You should also be established as a thought leader in your industry, and easily searchable online or niche industry databases. Before setting up a meeting with the prospect, there needs to have been a point of establishment, whether that’s through networking, a common connection, etc. Having some sort of established connection will be sure to prove useful and help you land that first meeting.

Go Above and Beyond

Getting in the door is one thing. Staying in the race is another. In order to master both, you need to stand out from the sea of competitors that are likely fighting for the same prospect with very similar products and/or services. You should know better than anybody why your business is better than all the rest. Make that clear in your marketing campaigns, sales efforts, etc. Another thing that will help you go above and beyond competition is to know the reasons for why your business can help make the prospect’s business easier or overall improved.

Another way to stand out among competitors is to have integrity in what you’re doing and what you’re selling. Not all prospects will end up being a great fit for your business. While some businesses won’t mind and might go ahead with the sale, others will be honest about their mismatching needs. Be as open and honest as possible to your prospects. They’ll thank you later for not selling them products they don’t actually need when they’re able to calculate a positive ROI.

Stay Consistent

If you’ve been in sales for a while, you know that consistency is key. CEOs and other upper-level positions aren’t always available for your calls or emails, and that’s ok. Stay in the game, keep in touch with businesses that aren’t the most responsive, and when they’re ready to do business, you’ll be one of the first people they’ll think of.

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Your CRM and Creative Writing

gettyimages 470907992 Your CRM and Creative Writing

Your CRM (Customer Relationship Management) software data and creative writing may not have much to do with each other on the surface. In one your process and store data, the other you create the data using seemingly random words and ideas. It may seem like completely opposite worlds, but when you review in a little more detail, some clear patterns emerge that the two share. When these similarities are both executed well, it breeds success and greatness. Let’s take a closer look at what these two have in common and how they lead to success.

1: The more options, the merrier.

When using a CRM to track sales, prospects, and potential leads, the more data you have the better. It makes your pool of potential leads bigger and that can lead to more sales. This assumes you store the data properly and make good use from a marketing perspective. Writers face a similar situation. They have a large pool of words and ideas that they can take from potential use to direct use. They need to be able to cipher through all their options and make the best choice to contribute to their final product.

2: It is important to categorize variety properly.

You may use your CRM strictly for your sales prospects, but the company as whole uses it for customer services and marketing too. In doing so, you need to properly label different contacts and companies so that there is no confusion among employees as to who should be dealing with whom. Using properly categorization keeps everyone on the same page and allows them to hit max efficiency. Writers pull from the same idea. They need to stick to their overall themes and qualities throughout the book to make it unified and tie it together. Keeping it united and progressive makes for a much better quality work.

3: There will be constant change in the data.

On a day to basis, as you speak to companies and contacts, you will be updating your CRM. Prospects turn to sales, leads turn to prospects, and new leads enter in while former customers go on the way out. It is important that the change Is updated live in the CRM and that everyone is able to see it and stay up to date. An author uses this same change in their revisions, whether they do it themselves or seek outside review as well. Each new draft should make the work a little better each time, leading to the best possible outcome, ideally.

4: The final output is most important.

At the end of the day, you want your CRM software to help you produce more sales. They will be better able to help you manage account and take your company to better levels. Ultimately, this is the goal everyone should strive for. This is the exact same for a writer. They can write and review all day long, but every writer will tell you, they want the final product to be great. There really is no point to having a good first draft and a bad final draft.

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Think of your CRM Users like a Football Team’s Offense

gettyimages 517833559 Think of your CRM Users like a Football Team’s Offense

What is the most popular sport in America? Football. What do many people talk about on Monday’s in the office? Football. But what they may not know, is that using a Customer Relationship Management (CRM) software is a lot like a football offense. In both cases, all users or players must be on the same page with the same goal. They all need to be working in the same system, with updated information. There are many others, so let’s take a closer look at the parallels between the two.

Power users are like the Quarterbacks. Quarterbacks are in change and knowledgeable about everyone on the field. They can change plays, adjust player’s positions on the field, and read a defense to make the proper play. They lead the team in a manner that is professional and conducive to winning. Consider a power user in that same way; they are often across the software in many areas and were involved in the CRM decision, implementation, or updates at some point. They often help other employees as they know a lot about the software.

Specialty users are like skill players. Skill players have specific, defined roles where they excel and are expected to perform at a high level. There are no excuses for not being good at their role and plan all week to play hard. A WR needs to know all the routes and be on the same page as his QB. A RB needs to know if a pass play calls for him to block and run a route. They all need to do their own roles and come together to achieve perfection. Likewise, a company will have CRM users for different parts of the CRM. A Marketing Manager will be involved in the email campaigns and lead tracking, whereas a Sales Manager will spend more time tracking pipelines, sales numbers, and managing the sales representatives. Separate with some crossover, but need to be experts in their area and work together to make the company succeed.

View only or light users are like coaches. Coaches are not on the field so they do not impact the game like a player can, but their play calling, schemes, designs, etc. can be the difference between a win and a loss. They call the shots from the sidelines or in the press box with the goal of using what they see to get the best outcome. View only and light users do a lot of the same things. They see the data and use it to maximize company output. They do not impact performance like a power user could, but they have an important role to play nonetheless. Whether they are on-site or not, they have a presence that is important.

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Handling Incidents and Defects with OnContact CRM

gettyimages 532466385 Handling Incidents and Defects with OnContact CRM

When challenges for your customer service team arise (incidents, products defects, etc.), your team needs to be ready and equipped to handle them. With OnContact CRM, you’ll have no reasons to panic, and your team will be ready for just about anything that comes their way. Let’s take a look on a more granular level at the various features included in our all-in-one customer relationship management tool related to incident management and defect tracking.

Incident Tracking

Incident tracking is crucial to having a successful customer service department. Your team needs to know the cases that are currently opened or unresolved, any related cases that might prove useful to existing scenarios, a complete history of every incident, and the ability to categorize incidents as specifically as possible. OnContact’s customer relationship management solution makes that all possible. With all of these resources and tools available, your customer service team will be productive like never before.

Incident Escalation

Don’t let existing incidents go unresolved, or lose track of priority levels. With incident escalation, your customer service reps will never have to worry about being overloaded with too many cases or resolutions to handle. Administrators and managers need only configure their customer relationship management solution to ensure that cases are escalated to reps that have the time and capabilities necessary to resolve the issue. In addition, managers are able to reassign incidents and mark different levels of priority to ensure the case is being handled promptly and by the right person. Once escalated, managers and administrators will be able to see and analyze all of the historical data within OnContact’s customer service reports and dashboards.

Customer Service Reports

What’s the point in collecting and storing historical data without being able to go back in and look at detailed reports and analytics? With OnContact CRM’s interactive reports and dashboards, managers and administrators will have all of the tools and information they could ever ask for.

Dashboards are available for managers and administrators looking to analyze and get a bird-eye view of any outstanding incidents, track team performance, analyze trends in customer resolutions or product defects, escalate incidents, rearrange rep workloads, and so much more.

Reports are available for managers and administrators to drill down into details and share that information with others. Reports within OnContact can be customized to ensure only the data that’s necessary is included; once customized, reports can then be exported and shared.

Defect Tracking

Don’t let product model defects stump your customer service team and leave them unable to handle the situation. With OnContact’s defect tracking and escalation functionality, your team will be equipped with any and all resources needed to ensure that the situation is handled with care, recorded precisely, and resolved in an organized, efficient way that leaves the customer and the customer service rep satisfied. Specifically, your customer service team will be equipped with comprehensive categorization options, able to add notes and attachments to records, and escalate cases as necessary.

Below are many of the criteria that can be used to classify bugs and incidents:

  • Type
  • Priority level
  • Status
  • Part
  • Version
  • Product

With all of these information categorized, your reps (and their administrators) will always have historical data to rely on in case they need to go back and look at past records.

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Recommended article: The Guardian’s Summary of Julian Assange’s Interview Went Viral and Was Completely False.

OnContact CRM

Why Your Call Center Needs OnContact CRM Software

gettyimages 485452545 Why Your Call Center Needs OnContact CRM Software

In order for a call center to be truly effective, it needs a lot of organizational measures in place. Calls need to be handled efficiently and fully, records need to be kept accurately, resources need to be deployed quickly, call center representatives need to stay busy and held accountable, etc. To accomplish all of this, why not rely on one comprehensive, centralized software solution? That’s where OnContact CRM by WorkWise comes in. Let’s take a look at some of the reasons why your call center can’t afford to miss out on all of the solutions this software package has to offer.

We integrate with CTI switches

If you run a call center, you probably also need to rely on CTI switches for incoming calls and hands-free communication. Well, you’re in luck! OnContact integrates seamlessly with a plethora of the most popular CTI switches. Click-to-call and click-to-answer functionality is crucial in high-functioning call centers, as it increases the likelihood for resolving customer issues on the first contact. With CTI integration, we’re putting innovation at the forefront of your contact center to improve customer service.

Computer-integrated screen pops

Keeping with the trend of technology and software innovation, we’d like to introduce you to another helpful tool included in our contact center solution: alerts and screen pops. When working in a call center, the last thing you need to worry about is missing an alert because you have to scroll through a multitude of screens and dashboards. OnContact’s offering gives you the ability to have integrated screen pops appear on your computer, so you don’t have to waste time sorting through screens. The alert is right there in front of you, saving time and giving your call center representatives peace of mind.

Additionally, you’re able to make immediate changes to any call scripts that your representatives rely on while handling calls. With real-time updates and changes, you’ll always be equipped with the most up-to-date information and resources available to you.

Intelligent call scripting

Call scripting needs to go beyond simple text boxes. That’s why our call center software provides HTML capabilities as well, including images, links, and more. Call agents can also save notes and other reminders via the customer relationship management application while handling calls.

Customization

Just like the rest of the OnContact CRM software solution, contact center is totally customizable to fit your business’s unique needs and demands. Our experts will work with you to ensure that the product is working the way your business requires it to. We do this because we believe that software products should always work FOR the customer, and not the other way around.

It’s included with our CRM

You can’t have a quality contact center software package unless it’s 100% integrated with your customer relationship management solution. Fortunately, our call center package is included with the price of OnContact CRM. No upcharges, no additional fees. You’ll be able to access all of your customer financial and historical information directly within the contact center application, without having to search through numerous screens and software solutions. And since it’s integrated with OnContact, you don’t have to go through numerous support service teams. We’ll take care of it all for you, from call center to marketing automation and more.

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